SERVICES
CR2 is committed to delivering a level of service and support to our customers that exceeds their expectations. Our Professional Service, Customer Services and Training teams are an integral part of that strategy. We recognise and understand the challenges faced by institutions when new technology solutions are adopted. Using our skilled and experienced personnel helps ensure the following:
- Reduction of project risk
CR2 Project Consultants with Bank of Sharjah IT team.
- Cost effective and timely implementation
- Knowledge and skills acquisition
- Best technological and business fit
- Realisation of the business benefit of the new systems as early as possible
Project Methodology
All implementation projects require the application of knowledge, skills, tools, methodologies and techniques to undertake and complete project tasks and activities in order to meet or exceed a variety of needs and expectations. Managing such projects requires the following:
- The identification of requirements (needs)
- The management of unidentified requirements (expectations)
- Establishment of clear and achievable objectives
- The balancing of the competing demands for scope, time schedule, cost and quality, and the formulation of a plan to achieve the defined objectives using the available resources
- Meeting the expectations of the various stakeholders and their differing and
- occasionally conflicting needs and expectations
CR2 understands the complexities of the implementation and support of channel management software. In recognition of these complexities and through experience gained in the field, the CR2 Professional Services Division has developed a proven project methodology, which is based on experience managing CR2 projects and installing CR2 products worldwide. The CR2 project methodology consists of both management and implementation processes including:
- The PS approach to implementation
- The PS means of ensuring that the approach is applied (the project audit function)
- PS proactive management, reporting, and timely action on issues, concerns, problems and opportunities that arise during the project
The management processes focus on ensuring timely delivery, while the implementation processes define the approach, tasks and deliverables for each activity needed to deliver the solution.
Service Manager
Upon the commencement of any implementation project the Professional Services Division appoints a Service Manager with responsibility for the project. While there will be a number of CR2 personnel involved throughout the project, the PS Service Manager is the key contact point for all areas throughout the implementation process. The Service Manager is involved from contract signature until the system goes into production. Their objective is to reduce project risk and assist the delivery of the full business benefit at the earliest possible time.
When the project starts, the CR2 Service Manager arranges for a CR2 Project Consultant to travel to the site and conduct the Project Launch. During the Project Launch the Project Consultant works closely with the customer’s Project Manager to define, in detail, and agree the project scope and plan.
The Service Manager and/or the Project Consultant will monitor progress and offer on-going advice based on our methodology, experience and knowledge of the implementation process and in line with the service level requested by our customer. Service levels offered extend from periodic progress reviews by the Service Manager, through on-site reviews, advice and guidance from a Project Consultant, up to full-time on-site Project Management.
Project Services
In addition to the Service Manager and Project Consultant, the CR2 Professional Services team comprises highly experienced:
- Product Consultants
- Business Analysts
- Product Trainers
- Web Specialists
- Implementation Consultants
- Systems Integrators
Appropriate personnel from each of these disciplines will be assigned to the project at the relevant times. CR2's global coverage enables us to offer these services from Bangalore, Amman, Dubai, Dublin, Johannesburg, London, Perth and Singapore, as well as through a global network of partners, bringing local knowledge to projects.
Training Academy
Training is an essential component of a successful project and is critical to the on-going understanding and operation of the implemented solution by our customer. CR2 provide a comprehensive range of education and training services on the configuration, implementation, use and support of CR2 products. Training courses are available to ensure that users and administrators are fully prepared and skilled to use the CR2 Product and are designed to allow banks to maximise the benefits of the BankWorld system and correctly maintain the system with minimum interactions with CR2, reducing the bank’s time and costs.
Training is also critical for the bank’s decision makers and key members of the project team. Each member of the team involved in design decisions needs to receive the necessary Product Foundation training that will enable them to make informed decisions.
Training may be conducted at CR2 offices or at the customer's premises. In addition, CR2 offer 'regional' training courses which may be attended by a number of banks in an area. These are of particular benefit to customers who may require refresher training or who may wish to train new staff on CR2 products without the need for a training course dedicated specifically for their personnel.
Training courses 2009
CR2's next scheduled product training course will take place in South Africa in December 2009.
Click here, to find out more about CR2 Academy and courses
Customer Support
Our Customer Support Centres and Product Support Centres operate extended business-time coverage, providing optimum support to our valued customer base